Manager, Digital Commerce

R75903 Manager, Digital Commerce

Location: Hyderabad, India

Intro Summary of the Role

The Manager, Digital Commerce (Quality & Operations) is responsible for ensuring the stability, reliability, and quality of digital commerce platforms through strong operational governance, testing leadership, and production support. This role owns backoffice configuration, user access, workflows, catalog versioning strategies, release and change management, and end‑to‑end QA practices, including functional and non‑functional testing.

Acting as the QA and operational lead, the role partners closely with Technology, Product, and Business teams to monitor platform health, manage incidents, support releases, and continuously improve quality, security, and performance—while serving as a key point of contact for production issues impacting customers.

This position serves as a key member of the BU Digital Commerce team and applies experience and knowledge of digital commerce in Bioscience markets, supporting a highly engaged team that is focused on execution, innovation, and the customer experience. 

What You Will Get

At Lonza, we offer competitive benefits tailored to the region, including health coverage, retirement plans, career development opportunities, and relocation support where applicable. Our people are our greatest strength, and we are committed to supporting their growth and wellbeing.

What You Will Do

Platform & Backoffice Governance

• Own configuration and governance of the SAP Commerce backoffice, including user roles, permissions, workflows, and operational settings to ensure secure and compliant platform usage.

• Define and maintain catalog and versioning strategies, supporting release management, content integrity, and controlled promotion across environments.

QA Leadership & Strategy

• Own the overall QA strategy for digital commerce platforms, covering functional, regression, integration, and non‑functional testing.

• Lead and coordinate QA execution for releases, including test planning, scenario definition, defect management, and release sign‑off.

• Establish and maintain QA automation practices, working with technical teams to improve coverage, efficiency, and release confidence.

Non‑Functional Testing

• Coordinate and oversee non‑functional testing activities, including performance, scalability, security, and reliability testing, ensuring platforms meet enterprise and customer expectations.

Release & Change Management

• Own release readiness and change management processes, ensuring platform changes are tested, approved, and deployed in a controlled and predictable manner.

• Partner with IT and product teams to manage release risks, dependencies, and rollback strategies.

Monitoring, Incident & Production Support

• Monitor platform health and performance, proactively identifying risks and responding to incidents affecting customers or business operations.

• Act as a primary escalation point for production issues, coordinating root‑cause analysis, remediation, and post‑incident improvements.

• Support customer‑facing teams by responding to issues impacting users, ensuring timely resolution and clear communication.

Usability Testing and Experience Improvement

• Carry out ongoing usability testing and review of digital journeys to identify friction points, inefficiencies, and opportunities for enhancement.

• Gather and interpret user feedback, behavioural observations, and operational insights to inform product improvements.

• Support a customer-centred approach to digital product improvement through evidence-based analysis.

Performance Analysis, Process Optimization & Continuous Improvement

• Monitor, analyze, and regularly report on key digital commerce and website performance indicators, using data and trend analysis to identify issues, risks, opportunities, and areas requiring further investigation.

• Analyze end‑to‑end digital commerce processes and customer journeys to identify inefficiencies, operational risks, and friction points, and provide input into initiatives that improve platform performance, process effectiveness, and customer outcomes in a B2B context.

• Leverage operational data, user behavior insights, testing findings, and stakeholder feedback to support continuous improvement across critical digital commerce flows, including registration, path‑to‑purchase, order management, and post‑order support.

• Support the prioritization of enhancements and change initiatives by providing performance insights, testing feedback, and operational impact assessment to deliver measurable customer and business value.

What we are looking for

Must Haves:

• SAP Commerce Cloud (Hybris) experience

• Proven experience in digital commerce platform operations or QA leadership

• Hands‑on experience with backoffice configuration, including users, roles, permissions, and workflows

• Strong experience with QA strategy, test planning, and release testing

• Experience owning or coordinating release & change management

• Experience with production support, incident response, and root‑cause analysis

• Working knowledge of non‑functional testing (performance, security, reliability)

• Strong cross‑functional coordination skills with IT, Product, and Business teams

Nice To Haves

• Experience in Life Sciences / Biotech or regulated industries

• Hands‑on experience with QA automation frameworks

• Familiarity with monitoring tools and incident management platforms

About Lonza

Lonza Bioscience provides life science researchers with the tools they need to develop and test therapeutics, from basic research to product release.​ 

We offer a range of solutions for customers working at different stages of the therapeutic journey across multiple modalities, from cell & gene therapies to recombinant proteins, vaccines, and injectable drugs. Our expertise in primary human cell biology tools enable customers to develop more predictive models and accelerate the path to IND. We are also a trusted, committed partner for critical raw materials and technologies that enable better processes and quality decisions for bioprocessing customers.

Together, we are powering the performance of One Lonza!